My friend Terry Paulson, author of the Optimism Advantage, says the difference between a vision and a hallucination "is how many people see it." In order for service to be "real," leaders need to create a roadmap for its delivery. At the Ritz-Carlton Hotel Company that vision starts with a"credo" which is placed on a "credo card." The credo card is part of the employees uniform and is referred to every day. Specifically, the Ritz-Carlton credo highlights three central targets for the guest service experience (“enliven the senses, produce well-being, and fulfill stated as well as unstated needs and desires.”) You know your not hallucinating your service vision when, you have your customers share: “My stress melted away at the Ritz-Carlton. Not only did the staff treat me in such an exceedingly nurturant way but they created a perfect and relaxing environment. This was particularly true as I drew myself a bubble bath in the huge marble-filled bath tub. The towels in the room were not the small, rough pieces of linen that are so common in hotels. No, these were large, soft, terrycloth towels and the soft robe and slippers were laid out with care.” When leadership defines a powerful vision and clearly communicates that vision to staff, real service experiences are delivered. What's your service vision? How do you assure that its not a service hallucination? As a side note, it has been a pleasure being a part of Bathroom Blogfest 2010 this week. More than 30 bloggers from around the world (from very different backgrounds) have been including "bathrooms" into some of their blog content while still making it relevant to their audience (please take a peek at their blogs via the list below). Learn more about the blogfest at www.bathroomblogfest.com. Your going to love the skillful and often playful lessons of the "loo."
Blogfest 2010 Participants: Susan Abbott - @susanabbott Customer Experience Crossroads - https://www.customercrossroads.com/customercrossroads/ Paul Anater - @Paul_Anater Kitchen and Residential Design - https://www.KitchenAndResidentialDesign.com Shannon Bilby - @shannonbilby My Big Bob’s Blog - https://blog.mybigbobs.com/ From The Floors Up - https://fromthefloorsup.com/ Big Bob’s Outlet - https://blog.bigbobsoutlet.com/ Dolphin Carpet Blog - https://blog.dolphincarpet.com/ Carpets N More Blog - https://blog.carpetsnmore.com/ Toby Bloomberg - @TobyDiva Diva Marketing - https://bloombergmarketing.blogs.com/bloomberg_marketing/ Laurence Borel - @ blogtillyoudrop Blog Till You Drop - https://www.laurenceborel.com/ Bill Buyok - @AventeTile Avente Tile Talk Blog - https://tiletalk.blogspot.com/ Jeanne Byington - @ jmbyington The Importance of Earnest Service - https://blog.jmbyington.com/ Becky Carroll - @ bcarroll7 Customers Rock! - https://customersrock.net/ Marianna Chapman - @ResultsRev Results Revolution – https://www.resultsrevolution.com Katie Clark - @practicalkatie Practical Katie - https://practicalkatie.blogspot.com/ Valerie Fritz - @Awarepoint The Awarepoint Blog - https://www.awarepointblog.com/ Nora DePalma - @noradepalma American Standard’s Professor Toilet - https://www.professortoilet.com/ Leigh Durst - @LivePath LivePath Experience Architect Weblog - https://livepath.blogspot.com/ Iris Garrott Checking In and Checking Out - https://circulating.wordpress.com/ Tish Grier - @TishGrier The Constant Observer - https://spap-oop.blogspot.com Renee LeCroy - @ReneeLeCroy Your Fifth Wall - https://yourfifthwall.com/ Veronika Miller - @Modenus Modenus Blog - https://www.modenus.com/blog Arpi Nalbandian - @TileEditor TILE Magazine Editor Blog - https://www.tilemagonline.com/Articles/Blog_Nalbandian Maria Palma - @mariapalma People 2 People Service - https://www.people2peopleservice.com/ David Polinchock - @Polinchock Polinchock’s Ponderings - https://blog.polinchock.com/ David Reich - @davidreich My 2 Cents - https://reichcomm.typepad.com/my_weblog/ Victoria Redshaw - @scarletopus Scarlet Opus Trends Blog - https://trendsblog.co.uk/ Sandy Renshaw - @purplewren Purple Wren - https://www.purplewren.com/ Around Des Moines - https://www.arounddesmoines.com/ Bethany Richmond The Carpet and Rug Institute Blog - https://www.carpet-and-rug-institute-blog.com/ Bruce Sanders RIMtailing - https://rimtailing.blogspot.com/ Steve Tokar Please Be Seated - https://stevetokar.wordpress.com/ Carolyn Townes - @SpiritWoman26 Becoming a Woman of Purpose - https://spiritwomen.blogspot.com/ Stephanie Weaver - @experienceology Experienceology - https://experienceology.blogspot.com/ Christine B. Whittemore - @cbwhittemore Flooring The Consumer https://flooringtheconsumer.blogspot.com/ Simple Marketing Blog https://www.simplemarketingblog.com/ The Carpetology Blog https://carpetology.blogspot.com/ Smoke Rise & Kinnelon Blog https://smokerise-nj.blogspot.com/ Linda Wright LindaLoo Build Business With Better Bathrooms - https://lindaloo.com/
